Responsibilities
* Responding to IT service requests and issues received by phone and email from the Customer Support Centre, Distribution Centre and Retail Stores. Triaging requests, diagnosing and resolving problems and escalating complex issues with KPI target levels.
* Support our Incident, Change, and Knowledge Management processes, coordinating efforts to restore service disruptions quickly.
* Contribute to the evolution of the Poundland IT strategy by sharing ideas, piloting new solutions, improving processes and educating colleagues from across the organisation.
* Manage PO requisition process end to end to help manage the IT budget, ensuring we stay within forecasted spend.
* Assist with Problem Management, RCA reporting, trend analysis or managing specific Problem Records.
* Help maintain and monitor the quality of ITSM SOPs, SLA, metrics and Service Catalogues on a regular basis.
* Assist with managing service risks and any escalated IT complaints from the business and liaise with the key stakeholders & Service Providers to ensure regular updates and proactive feedback.
Qualifications
* Previous experience of working with a IT Service Desk Engineer.
* Passionate about providing unparalleled levels of service with strong communication skills to explain solutions to a wide range of stakeholders from different business functions.
* A self‑starter, with the ability to operate autonomously and quickly understand the complexities the business needs and offer solutions within time, quality and cost constraints.
* Able to prioritise tasks and manage multiple deadlines.
* Excellent Service Management knowledge to be able to manage and challenge IT suppliers.
* Aware of ITIL practices.
Since our humble beginnings in 1990, Poundland has evolved into a retail powerhouse with over 650 stores and nearly 13,000 dedicated colleagues across the UK and Republic of Ireland. The addition of Dealz in 2011 further solidified our presence, enabling us to reach millions of customers with our unparalleled value offerings.
Benefits
* Professional development: A comprehensive induction plan and the opportunity to complete in‑house development programmes to set you up for success or to pursue QUALIFICATION through our apprenticeship programme.
* Bonus Potential: Unlock the possibility of earning additional bonuses, rewarding your hard work and achievements.
* Free On‑Site Parking: Enjoy the convenience of free parking, making your daily commute hassle‑free.
* Onsite Coffee Lounge: Take advantage of our onsite coffee lounge, a perfect space to relax and recharge during breaks.
* Exclusive Store Discounts: Receive a 10% discount on most in‑store purchases, enhancing your shopping experience.
* Family‑Friendly Benefits: Our comprehensive benefits are designed to support you and your family's needs.
* My Staff Shop: Gain exclusive discounts through our 'My Staff Shop' portal, saving on various products and services.
* Life Assurance Cover: Enjoy peace of mind with our life assurance cover, securing your family's future.
* Health & Wellbeing Programme: Benefit from an employee assistance programme that supports your health and wellbeing.
* Generous Holiday Allowance: Start with a generous leave entitlement that increases by one day each year (up to 33 days), with the option to buy additional holiday annually. Celebrate your special day off work every year with an extra day's holiday because we believe birthdays are important.
* Pension Scheme: Plan for the future with our contributory pension scheme, helping you save for a secure retirement.
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